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A01=Louise Hudson
A01=Simon Hudson
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Author_Louise Hudson
Author_Simon Hudson
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Customer Service for Hospitality and Tourism

English

By (author): Louise Hudson Simon Hudson

A fully revised and updated new edition of this bestselling and a unique text that explains not only the theory behind the importance of customer service but also acts as a guidebook for those wishing to put this theory into practice. In essence it is the whys and howsof customer service. Fully updated with current statistics, trends, and examples, it is full of references to all the latest research from both academic and practitioner literature. Chapters cover important topics such as the financial and behavioural consequences of customer service, consumer trends influencing service, developing and maintaining a service culture, managing service encounters, the importance of market research, building and maintaining customer relationships, providing customer service through the servicescape, the impact of technology on customer service, the importance of service recovery, and promoting customer service internally and externally. The third edition of this book like the first and second - is easy to read, very current, and full of references to all the latest research. Chapters cover important topics such as the financial and behavioral consequences of customer service, consumer trends influencing service, developing and maintaining a service culture, managing service encounters, the importance of market research, building and maintaining customer relationships, providing customer service through the servicescape, the impact of technology on customer service, the importance of service recovery, and promoting customer service internally and externally. The third edition also pays special attention to the COVID-19 pandemic and how it has altered customer service in the tourism and hospitality sector a sector that was impacted more than any other due to the crisis. In addition to fresh, up-to-date material, the third edition contains 10 new cases from around the world that focus on how individuals or organizations in the hospitality sector have adapted and even thrived - during the COVID-19 pandemic. See more
Current price €107.09
Original price €118.99
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A01=Louise HudsonA01=Simon HudsonAge Group_UncategorizedAuthor_Louise HudsonAuthor_Simon Hudsonautomatic-updateCategory1=Non-FictionCategory=KNSCategory=KNSGCategory=KNSHCOP=United KingdomDelivery_Delivery within 10-20 working daysLanguage_EnglishPA=AvailablePrice_€100 and abovePS=Activesoftlaunch
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Product Details
  • Dimensions: 189 x 246mm
  • Publication Date: 20 Mar 2022
  • Publisher: Goodfellow Publishers Limited
  • Publication City/Country: United Kingdom
  • Language: English
  • ISBN13: 9781915097132

About Louise HudsonSimon Hudson

Center of Economic Excellence (CoEE) Endowed Chair in Tourism and Economic Development College of Hospitality Retail and Sport Management

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